Service Desk Coordinator

a. Respond promptly to incoming calls, emails and tickets from SIM and SUSS users, process each case accurately, and assign the appropriate severity level b. Perform first-level troubleshooting for IT and AV. Escalate cases to the relevant technical teams if beyond scope c. Be proficient in the day-to-day operations of the SIM Service Desk, including handling case management tools and adhering to support procedures d. Monitor classroom systems (via CCS) remotely, and provide support for issues related to classroom access, audio-visual equipment, PCs, and lighting e. Follow the classroom preparation checklist to ensure CCS has successfully activated required systems before scheduled classes f. Track and update the CCS scheduling system promptly when changes in classroom usage or bookings occur g. Maintain accurate logs and records of support activities, including incident reports and follow-up actions h. Apply standard phone handling procedures and knowledge IT systems, AV systems, and Estates processes to ensure efficient call resolution and escalation Requirements:

• Day Shift 7 am to 4 pm and required to work on 6 Saturdays annually (7.30am to 12.30pm or 1.00pm to 6.00pm)
• Diploma Holders, preferably in a related field (eg. IT)
• Working experience in Service Desk, heldpdesk or contact center environment
• IT knowledge required
• A/V knowledge beneficial
• Well versed in Microsoft Office
• At least 2 years of work experience

We regret that only shortlisted candidates will be notified.